Ebuyer.com reviews

Yodel is completely unreliable and I am very unhappy

I have order £200 worth of stuff from Ebuyer. It was split into two packages. The first package Yodel have lost. I can't cancel my order until an investigation has taken place so I am unable to order from another site.

My second package - Yodel have failed to deliver twice and the only update I have got about this is when I ring up as their tracking system is not kept up to date. First time the depot was closed and second time it was recalled as on the wrong van. I'm terrified what will happen when the package will come. I've read awful reviews across the web of damaged or lost items and this is where it starts. I've wasted three days of annual leave, over £15 on phone calls to ebuyer and Yodel. Ebuyer have sent an email asking if they have lost the parcel. Yodel have said it is ebuyers responsibility?? I'm absolutely at a loss. No option to cancel, no compensation for all the calls I've had to make and no items. Three days lost so far.

Sorry Ebuyer - I've spent thousands with you but you will never have me buy from you again. There are hundreds of computer sites and yours will just be a forgotten memory if you do not sort out deliveries.
TIm Craig

Won't use eBuyer again whilst they still use Yodel

Ordered a laptop as a birthday gift and chose free delivery. Website showed as delivered today by Yodel but it certainly wasn't! I live in an apartment block with a very reliable concierge service and no one with the name Yodel claim signed for it works here! Tried to contact them and they weren't at all interested and just said it had been delivered.

Not using eBuyer again whilst they use Yodel.

21 hours ago

Reply from Ebuyer (UK) Ltd.

I would like to apologise for the problems you have experienced with your delivery from Ebuyer using our courier Yodel.

Unfortunately I am unable to see the details behind your delivery from this review. If you have still not received your order, please contact me at resolutioncentre@ebuyer.com with your order number and the name of this review site so I can look into this further.

Kind Regards

Nikki

Ebuyer Resolution Team

Amazing

Purchased a monitor at a great price, at least £20 more expensive if I went anywhere else. I chose 5 day delivery and it came after 2 days. The monitor worked great upon arrival. Can't fault Ebuyer, I would reccomend

4 days ago

Reply from Ebuyer (UK) Ltd.

We would like to thank you for your positive comments on the service you have received from Ebuyer.

I am happy to hear our prices were the cheapest around and that your 5 day delivery came after 2 days.

Thank you for your recommendations, our Customer Support Team are always happy to help if you have any further queries.

Kind Regards

Nikki

Ebuyer Resolution Team

Ebuyer Bad.. Bad...Bad

AVOID EBUYER. BAD. BAD. BAD

returned faulty ram..11 months.which they confirmed was faulty.they refused to give me a replacement..because it was cheaper to give a partial refund.
I feel I have been conned.Avoid Ebuyer if you
value your money

ref RMA 1213416

Mr s.Singh
west Midlands

5 days ago

Reply from Ebuyer (UK) Ltd.

I apologise for your faulty item.

Due to the age of your item I can see we have advised you that we will provide you with a partial refund as it is disproportionate for us to replace this.

I have however been informed that on this occasion, due to your custom with Ebuyer, we are replacing the item for you.

Please get back to our complaints team who will advise you further.

Kind Regards

Nikki

Ebuyer Resolution Team

Incredibly Bad Customer Service - Order elsewhere.

I very recently ordered some computer components from ebuyer.com. When they arrived I set out and built my pc and it would not start. After hours of checking I assumed it was the BIOS that did not support my CPU. So I contacted ebuyer, stating the issue and they said they would update the BIOS and send it back to me after I sent them some pictures.

I sent the pictures and they spotted a bent pin on the CPU Socket which I did not see. As such they refused my refund and claimed I damaged the socket myself. This is untrue, I have built many PCs and always take extreme care when doing so. As such, the item must have arrived in this condition. I am in contact with the Citizens Advice Consumer Helpline and they have advised me that under the Sales of Goods Act I am required to receive a full refund yet ebuyer.com still refuse to accept this. I have just sent my final notice before I will have to pursue further legal action.

Order your items elsewhere.

7 days ago

Reply from Ebuyer (UK) Ltd.

I would like to apologise for your faulty item and that we was then unable to accept the item back due to the item being damaged.

Unfortunately, if we believe an item has been damaged by the customer, we will not accept the item back as a return as this would not be covered under the warranty.

If you have any further queries regarding this item please don't hesitate to contact us on 0871 521 3300.

Once again I apologise for any annoyance and inconvenience caused.

Kind Regards

Nikki

Ebuyer Resolution Team

Disgraceful

Absolutely shocking.
Paid a premium for a saturday delivery since won't be around during the week.
Courier simply didn't turn up. Called Yodel, been told they screwed up but they would try again during the week. For another saturday delivery need to contact Ebuyer.
Called Ebuyer's customer service, kept on the phone while they called Yodel, and repeated back to me what I just told them. Brilliant.
Mentioned I can't get the delivery during the week and the lady on the phone just stayed in silence, waiting for me to solve the issue, basically.
Asked for a full refund, since they couldn't sort out their own mess.
- Yodel service: appalling
- Ebuyer customer service: shocking

Really disappointed, since I've done numerous purchases through Ebuyer for my company and their business service is pretty good. Would have loved to have them as a personal supplier, but have strong reservations now...

7 days ago

Reply from Ebuyer (UK) Ltd.

I sincerely apologise for the service you have received from Ebuyer.

Your comments regarding our Customer Support Team will be passed along as a training issue as we aim to provide the best service possible.

Once your item is received back in our warehouse you will be issued with a full refund for the value of your items.

I am sorry to hear this experience has put you off shopping with Ebuyer for personal items and I hope we continue to receive your business custom in the future.

Kind Regards

Nikki

Ebuyer Resolution Team

Excellent Service

Excellent service - eBuyer sent my products on time, as well as answering support by facebook. If you have any problems, just go onto their Facebook page & ask them about it. They **have** to answer the request then, as it's public ;)

13 May 2013

Reply from Ebuyer (UK) Ltd.

Thank you for taking the time to leave this positive review.

I am very pleased to hear how happy you are with the service you have received from Ebuyer and that your products arrived on time.

Our Customer Support Team are always happy to help if you have any further queries.

Kind Regards

Nikki

Ebuyer Resolution Team

Upset

No first collection card!
Second collection card found BY CHANCE on the floor 250 meters away from home, it said they will deliver on friday. It´s saturday afternoon and I´m still waiting.
No answer from telephone number on card. I will never buy again from this company if they keep using yodel.

13 May 2013

Reply from Ebuyer (UK) Ltd.

I would like to apologise that you was not left a calling card when Yodel attempted to deliver your order. These comments will be passed along and taken forward.

I hope you have now received your order however if not please contact me at resolutioncentre@ebuyer.com with your order number and the name of this review site so I can investigate this further for you.

Kind Regards

Nikki

Ebuyer Resolution Team

Ridiculous company

After a whole week getting my orders canceled they finally replied to my many attempts of contact saying that they required me to e-mail them a copy of my passport & a utility bill. I've been living in the UK for the past year but I do not have utility bills on my name. Also requesting me for my passport? Ridiculous request & slow customer service.

Cheap prices aren't everything.

13 May 2013

Reply from Ebuyer (UK) Ltd.

I apologise for the service you have received from Ebuyer.

As we are a fully online company we do random security checks to ensure our customers are who they say they are for the security of us and our customers. Once the further security checks have been completed your order will be processed and you will not be asked for this again.

If you have any further queries please don't hesitate to contact our customer support team.

Kind Regards

Nikki

Ebuyer Resolution Team

STOP APOLOGISING and fix the obvious problem. YODEL!

It doesn't wash, it doesn't look good.

Yodel are destroying your business. Plain and simple. It's why MY firm stopped using them.

Simply fire the idiot that employed Yodel to deliver your orders and return back to Parcel Force and Royal Mail.

Yodel have clearly screwed up your reputation that used to be impeccable.

Again, I don't want your apology, I want to receive the goods I paid for on time without excuses. It's not hard when you know the fault.

EBUYER RESOLUTION TEAM - LISTEN TO YOUR CUSTOMERS OR YOU WILL END UP WITH NONE!!

Hamish McIntosh and Tpfka JoseMa Hdz-Garcia found this review useful

13 May 2013

Reply from Ebuyer (UK) Ltd.

We appreciate your comments and thoughts and I can assure you these will be passed along to the relevant team as we are always looking for ways to improve our service.

I apologise if you have experienced any problems ordering from Ebuyer. If you have still not received your items please contact me at resolutioncentre@ebuyer.com with your order number and the name of this review site so I can look into this further.

Kind Regards

Nikki

Ebuyer Resolution Team

Used to be a great store with great prices, terrible customer service now.

I ordered a Logitech G710+ keyboard from ebuyer on Saturday 4th of May. Received an email on Saturday saying payment has been taken. All good I thought. On Monday (bank holiday) I checked the progress of my order on ebuyer and it said there that the payment is yet to be taken. Fair enough, checked my bank account and that confirmed that payment indeed hasn't been taken. I decided to ring ebuyer on Tuesday morning to find out about what exactly was going on with my order. I explained that I ordered the keyboard on Saturday just gone but no money has been taken from my account. She said it's because of the bank holiday. I thought fair enough, can you tell me when it will be shipped? She said she can't guarantee it'll be shipped before the 10th of may (6 days after the order was placed) to which I said it shouldn't take 6 days to post an item.

She said it's because I choose the free delivery option. On ebuyer website it says all orders over £49.99 (iirc) come with free delivery which I thought was a nice bonus when I placed my order. I asked again when the delivery will be and she said she didn't really know but on the 10th of may the latest. To which I said I wanted to cancel my order. She didn't even try to convince me to stick to my order and promise a speedy dispatch. The keyboard cost £137 which is quite a bit of money and ebuyer should care about customers who spend money on top end gear. I'd spent over a £1000 in the last couple of years with ebuyer and always rated them highly. Not anymore. They clearly don't value their customers any more. After cancelling my order I went on eBay and bought the keyboard there. Cost a little bit more but guess what, it came next day (today) and I had great communication and customer service from this eBay seller. Much better than a big online store with now bad reputation (after seeing what others have said here it's clear things have gone sour at ebuyer). I will avoid spending my money with ebuyer from now on and look somewhere else next time. This message has been written on my brand new Logitech G710+ keyboard thanks to eBay.

09 May 2013

Reply from Ebuyer (UK) Ltd.

I would like to apologise for the problems you have experienced ordering this keyboard from Ebuyer and for the service you received from our Customer Support Team.

Unfortunately I am unable to see what delivery option was selected from the information on this review. When our free delivery option is provided it is for delivery within 5 working days however this may be extended if there is a bank holiday during this time.

I am sorry to hear you have now cancelled your order from Ebuyer and will not be shopping with us again due to this.

Kind Regards

Nikki

Ebuyer Resolution Team

Really good always!

Have bought countless things from Ebuyer - regular buyer!

No faults at all. Website is good and easy to use.

Maybe they should do some loyalty discounts for regular users!

08 May 2013

Reply from Ebuyer (UK) Ltd.

Thank you for taking the time to leave this positive review.

I am very pleased to hear you have been a regular customer of Ebuyer for some time and that you have never experienced any problems.

Our Customer Support Team are always happy to help if you have any queries.

Kind Regards

Nikki

Ebuyer Resolution Team

Next day delivery hasn't arrived after 2 days

Ordered a new pc from ebuyer on Thursday. Quite surprised that they offered next working day delivery,at extra cost, up until 11pm on it. Went for it based on that and ordered around 2230 Thursday. Ebuyer confirmed my order with a del date of Friday 03/05/13. I was at home all day Friday so it suited me to be delivered there. Friday morning around 09.40 it said the PC had been dispatched and gave me a tracking number for the courier. The info on the parcel did not appear on the tracking portal until around 1300 with a status of waiting to collect from supplier. In the email ebuyer had sent me it stated that the order will be delivered by 1800. I waited and checked the tracking portal up until around 1745 yesterday evening and it still said it was waiting to be collected from supplier. I left it until just before 1755 and gave ebuyer a call, mainly to find out if there was a problem with the item or if it would be delivered today or Tuesday. I was given the recorded message stating the customer service lines close at 1800, this definitely being before that time, then it hung up. I used their enote system again really trying to find out what was going on with the order and if it would be delivered on which day. Auto reply from the enote is that it takes up to 2 business days to respond to them. So I was basically out of luck.
This morning, to somewhat surprise, I got a SMS from ebuyer saying my order will be delivered today between then(09.30ish) and 9pm. So I decided to stay at home until the delivery came. The courier tracking also said my order was out for delivery from my local depot at 09.07 this morning. I stayed indoors restless and bored periodically checking the tracking portal. No updates until finally at 18.58 it updates with returned to service centre. No explanation, no knocks on the door and no failed delivery card.
Totally fed up with the courier, yodel if you haven't guessed, and also ebuyer as my expectations for delivery have not been fulfilled. I have already vented to yodel via this site so here it goes to ebuyer. First time I have used you too.
If you can't fulfil delivery expectations don't offer them as a (paid for) service. Even if I do get my money back for the delivery, which I think you should do, I have still lost 2 days sitting indoors waiting for a non existing order to be delivered. What frustrates me as well is that I cannot speak to a representative of ebuyer or the courier until Tuesday to work out what is going on.

Darren Clare found this review useful

07 May 2013

Reply from Ebuyer (UK) Ltd.

I would like to offer our sincere apologies for the delay in your delivery and for the time you spent waiting for your order to be delivered.

Unfortunately our Customer Support are only available from Monday to Friday from 9:00am to 6:00pm, this however does not include bank holidays.

As I am unable to see your order information from this review I am unable to advise on your delivery.

If you have still not received this order please contact me at resolutioncentre@ebuyer.com with your order number and the name of this review site so I can look into this.

Once again I apologise for any annoyance and inconvenience caused.

Kind Regards

Nikki

Ebuyer Resolution Team

Good Company let down by terrible delivery times

Paid for guaranteed Saturday delivery wont receive item till Tuesday nice going ebuyer yodel are the worst couriers in the UK you use them you lose customers. This is the 3rd time this has happened with items i have ordered have opened case with Yorkshire trading standards to have them remove there delivery times from website as they are misleading.

Darren Clare found this review useful

07 May 2013

Reply from Ebuyer (UK) Ltd.

I apologise our courier was unable to deliver your item on your selected delivery date and that due to the bank holiday you will now not receive your order until today.

Your comments will be passed along as we are always looking for ways to improve our service.

Please don't hesitate to contact us if you have any further queries.

Kind Regards

Nikki

Ebuyer Resolution Team

Great priced items bad delivery

I find ebuyer to be a good source for reasonable priced items, only trouble is their shipping prices/delivery times are terrible, I ordered a Hard drive yesterday, I'm looking at a 9 day delivery for their standard price of £2.99, terrible service. Ordered yesterday, won't be dispatched until 3rd, expected delivery 8th. Think next time I shall go back to Amazon.[edit] Still not here ...dated 13th May

01 May 2013

Reply from Ebuyer (UK) Ltd.

I would like to apologise for any problems you have had with our delivery and delivery charges.

We provide various different delivery options from next working day to within 5 working days. Unfortunately weekends and bank holidays are not classed as working days so this may extend the delivery time of your order if it falls over a weekend.

Our Customer Support Team are always happy to help if you have any further queries regarding this.

Kind Regards

Nikki

Ebuyer Resolution Team

Faulty item w/ 5year warranty, sent it back, got only a partial refund.

I have been using ebuyer since 2005 without any problems, However, I recently bought a Sabertooth 990fx R2.0 motherboard from them, it came with a 5year warranty. After a couple months use the item became faulty as the audio jacks had stopped working. I contacted ASUS (the manufacturer) to try send it back to them, they informed me that for the item to be repaired or replaced, i would have to send it back to ebuyer. I then sent it back to ebuyer, requesting a repair or replacement as part of the 5year warranty. However they refused and only gave me a partial refund, I phoned them and they said they would not replace or repair as the item had risen in price, from 120 to 140, much to my dismay i wrote them an official letter of complaint, however they refused to budge. I have contacted them via email several times since, but they always give the same reason.They now have my item and half my money. I have now been in contact with citizens advice, who have informed me that i would have to take this case to county claims court in order to sort this issue out. Customer service are arrogant and don't want to help.

29 April 2013

Reply from Ebuyer (UK) Ltd.

I sincerely apologise for the annoyance and inconvenience this has caused to you and I am very sorry to hear of your experience with Ebuyer regarding your faulty motherboard.

I can advise all of our items come with a 1 year Ebuyer warranty, any warranty required after this time would need to be taken up with the manufacturer. As you have advised you have submitted a complaint for this issue, this will now be dealt with over your complaint.

Kind Regards

Nikki

Ebuyer Resolution Team

eBuy elsewhere

Ordered item online Thursday 18 April.
Received an email Monday 22 April saying order has been despatched, and it states "Deliver Thursday 25 April". I thought that three days to get it to me seems a bit strange?
I cancelled other arrangements I had made for Thursday, sat indoors all day long, but there was no delivery.
Every time I checked the tracking, it said the same thing, "Sorry, no tracking information is available yet. Please check back soon."
Phoned eBuyer at 17:45 and after listening to umpteen adverts costing me 10p a minute a girl told me the delivery was by a company they use called DX, who don't provide any tracking and who are unable to look into it until 48 hours after the delivery date.
So if my order still hasn't turned up in the next two days, I am expected to phone eBuyer again, at 10p a minute, and that won't be till Monday as it'll be the weekend by then.
UPDATE:
My order was delivered with my letters by my postman on Friday morning 26 April. No signature was required. "DX" is printed on the address label, and "Delivered by Royal Mail". If I had any prior indication that this was how it would arrive, and with the possibility of it being on a different day to the one stated, I wouldn't have waited in for a day expecting a courier.

29 April 2013

Reply from Ebuyer (UK) Ltd.

I would like to offer our most sincere apologies that your order did not arrive on the stated delivery date of the 25th of April.

As our courier DX group do not provide tracking information, they also do not require a signature as this is sent on a first class service. Due to this we are required to wait 48 hours from the delivery date for the items to be delivered before we can investigate this further.

I am pleased to hear you have now received your order, please don't hesitate to contact us if you have any further queries.

Kind Regards

Nikki

Ebuyer Resolution Team

Ebuyer: good prices but terrible customer service

I've bought a few things from ebuyer over the years with no problem. They're usually cheap and cheerful, and if you never have to contact customer services you'll be fine. Have a problem though and you're about to enter a world of pain.

I recently had an order go missing. After calling the delivery company (yodel) they told me they'd lost track of it and advised me to contact ebuyer. So far so good (Yodel even provide an 0800 number for customers - good for them). So, I contacted ebuyer. That's when things started to go wrong...

You have two options to contact ebuyer: their online ticketing system, or a call to an 0845 number. If you want to avoid the cost of a long (and it will be long) call to an 0845 number a bit of digging on internet forums will uncover a geographical number (01430 433605) which they don't advertise.

So I tried raising a ticket. This was on a Friday, and as they don't seem to have any customer support staff working over the weekend it wasn't answered until the next Tuesday. I called customer services on the Monday and after a 20 minute call (more than 15 minutes of which was on hold) I eventually got through to an extremely bored sounding CS rep who asked my if I'd like them to give me a refund or arrange redelivery. After thinking for a micro-second I opted for the refund. Fine they said, we'll be in touch...

Ah, refunds. Ebuyer take a strange attitude to refunds for non-delivered goods. They don't accept the idea that there is a contract between you as the customer and them as the supplier, they insist on bringing their courier into the mix. So if you ask for a refund they'll start asking you to fill in paperwork so they can raise a complaint with the courier. The reasoning seems to be that they want to get their money from the courier before they'll pass it on to you. If you're not willing to work as an unpaid clerk for ebuyer and simply insist that they give you your money back you hit a brick wall. The CS advisers can't or won't go off-script and you go round in circles.

Fortunately in my case I'd used a payment method that I could charge-back on, so there was a route to a refund that avoided any further contact with ebuyer. They did end up holding onto my money, in breach of contract, for over two weeks though.

The only reason I've used ebuyer in the past is because they sometimes undercut amazon on price by a few pounds. In the future I'll be prepared to pay slightly more for the (excellent) customer service you get from amazon when I'm making purchasing decisions. I can't see any reason to buy from ebuyer again. Their prices aren't attractive enough to make it worth the hassle of dealing with them when things go wrong (and when you use yodel as a courier, you can guarantee that things will go wrong).

25 April 2013

Reply from Ebuyer (UK) Ltd.

I am pleased to hear of your years of experience shopping with Ebuyer without any problems and I apologise for the problems you have had with this order.

I would also like to apologise for the length of time you was on hold for when trying to contact our customer support team, our busiest times of day are on a morning for the first hour and on a night from 4:00pm especially on a Monday. We will however try to answer all enotes as soon as possible within 48 hours.

We take claims of missing items and delayed deliveries very seriously and will always investigate this further with our courier which does involve a signed confirmation from our customers that they have not received the item. Once this has been received, you will be refunded or replaced as required.

I am sorry to hear you chose to do a chargeback instead of complete the claims form and I am sorry to hear you will not be shopping with Ebuyer again due to this.

Kind Regards

Nikki

Ebuyer Resolution Team

Ebuyer loves to make excuses and blame it on you

I bought parts worth £1200, unfortunetly the delivery arrived 3 weeks after the date it was suppose to arrive. After it arrived, the motherboard had technical issues like the pins were bent however, i still decided to install it which obviously didnt work.. so i thought the policy of ebuyer is to return damaged good back within 7 days, and I contacted them for a replacement regarding this issue, they said that it was an accidental damage and they won't refund or replace anything to me and the fact that I didnt inform them in time according to the delivery note when it was suppose to arrive.

I panicked and freaked out and i told her, how the hell can u say that when you clearly didnt send me the products in time and i am informing you according to the point i received my delivery and i m in my time period. But that manager, I don't know what her name was, i hope she gets fired because she clearly did not have any technical knowledge and was quite rude at her tone as helping a customer. She started coming up with other excuses, like its your own fault that you broke the motherboard. OK!! fine, even if i accidently did bent the pins, you cant juz put my whole transaction which the motherboard alone was worth 200 pounds. However, I contacted the Office of fair trading and they are going to take this case in hand and i hope ebuyer learns how to treat their customers better as I am never going back to Ebuyer for the rest of my life, and i recommend anyone who is thinking of buying from EBUYER, please don't. You will regret it, their customer service is bad, all they care about it take your money and piss off, and they are not ready to help you at all both technically or as a customer who is seeking help.

I hope Ebuyer suffers for all the customers they have disappointed

24 April 2013

Reply from Ebuyer (UK) Ltd.

I would like to apologise for the problems you have had with this item and for the further problems you then had trying to return the item to Ebuyer.

Unfortunately, if we believe an item has been damaged by the customer we will not accept the item back for a return as this kind of damage is not covered by the warranty.

Your comments regarding the service you have received will be passed along as we aim to always try and provide the best service possible.

I am sorry to hear you will no longer be shopping with Ebuyer due to this experience.

Please don't hesitate to contact us if you have any further queries.

Kind Regards

Nikki

Ebuyer Resolution Team

Appalling customer service, if you have a problem E-Buyer are not interested!

Ordered some computer parts on a priority delivery, they never arrived. Phoned E-Buyer to ask where they were, was told that the courier had them and might turn up in the next 2 days.
No offer to refund the extra money paid for priority delivery, no attempt to solve the problem. Customer Service just fobs you off by blaming the courier when my contract is with E-Buyer not the courier.
If you run a business DO NOT use E-Buyer, they are happy to take your money and refuse to offer any aisstance when they cock things up.
APPALLING

Mizzter Back found this review useful

24 April 2013

Reply from Ebuyer (UK) Ltd.

I would like to apologise for your delayed delivery and for the service you received from Ebuyer. Your comments will be passed along to the relevant department.

I can assure you we take cases such as this very seriously and will always investigate any delays on an order with our couriers.

Once again I apologise for any annoyance or inconvenience caused.

Kind Regards

Nikki

Ebuyer Resolution Team

perfect, faultless

I bought some hard drivers from ebuyer for my NAS, after one day I placed the order, the NAS is not available, I request refund from them, in one day, I got my money back to paypal without any problem. Then I ordered the same thing, and was glad to see price slightly dropped, got the item today by yodal on time.

22 April 2013

Reply from Ebuyer (UK) Ltd.

Thank you for taking the time to leave this positive review.

I am pleased to hear we was able to refund you the same day your item was out of stock and that you then managed to purchase the item at a reduced price.

Please don't hesitate to contact us if you have any further queries.

Kind Regards

Nikki

Ebuyer Resolution Team

Slow, poor customer service, delivery abysmal

I have used Ebuyer on and off since 2003.

In the early days they were excellent, with great customer service.
But the last 4 years has gone downhill in my opinion.

I read often about lots of customers choosing 5 day delivery and getting the item in 2 or 3 days. I have to say I have NEVER received an item in less than 5 days on this delivery option from Ebuyer.

It started around 4 years ago, when I used their 5 day free delivery option, to receive the item after 6 working days and find it had been sent Next Day Courier anyways.

I commented then on their own reviews page at that time, that I could not understand why I purchased an item and they then paid for next day courier regardless which postage option I had selected??
The only difference was how many days they would sit on the order before sending it out?? So it was costing them the same to send out to everybody...makes no sense to have banded delivery options then??

Around 2 years ago, I decided to avoid Ebuyer and go elsewhere for any computing or electrical items I needed, due to delivery options/costs mainly.
But in the last 6 months or so, there have been some really good deals available that have (HAD) drawn back my custom.

Which brings me to my latest and current FIASCO (I can think of no better description) with an order from Ebuyer.

I ordered a 51" Plasma TV from them on Sat 30/03/2013.
Within 5 working days delivery, with an Easter Monday bank holiday in between, it would be fair to assume that I would have my TV by close of Business Monday 8/04/2013.

I received an email from Ebuyer Friday 5/04/2013 to tell me that their selected courier for this item-YODEL- had just declined to deliver the package for Ebuyer as it was too heavy? (You would assume Ebuyer would be fully aware of what their courier would and would not deliver - And I'm pretty certain mine was not the first purchase of this particular model of TV from them-But that's a different issue again).
So they had selected to send it by Parcelforce 48 Hr delivery. Hence the 6 day delivery I received.
On the day of delivery 9/04/2013 at 2pm, the Parcelforce guy was quick to get my signature and away, but on quick inspection there was no damage to the box so it was signed for and he left.
Needless to say, there was a small puncture about the size of a 50p piece that I had missed. Sadly, this was the site of catastrophic damage to the plasma screen, where lines of cracks emanated from this puncture mark like several spiders legs of cracks from one side to the other of the plasma screen.
Not Ebuyers fault...But what has happened since certainly is.

By 3pm on 9/04/2013, after phoning Ebuyer and emailing them pictures of the damaged TV, we were supplied an RMA number and told someone would be in touch soon regarding picking up the damaged goods and issuing a replacement.

We telephoned again on 11/04/2013 and were informed that someone had forgot to email us with forms to fill out before uplift would be arranged and that they would get them to us promptly.
So we received the forms 12/04/2013 and returned them via email within 30 mins.
Late afternoon 12/04/2013 we were told they would get the TV picked up Monday 15/04/2013.

So the courier comes and picks the TV up on the 15/04/2013..>And it was none other that YODEL (the firm that Ebuyer said wouldn't take the package as it was too big)!!!
From Monday 15/04, it has apparently taken YODEL until 18/04/2013 to return the package to Ebuyer...Maybe they should rethink using a courier that takes 3 days for what they deliver in a day normally (I doubt it did take 3 days, but Ebuyer have likely been sitting with the TV "not processed" until 18/04)
Now Ebuyer say a decision will be made in 3-5 working days, after which they will send out a replacement (If that is the decision they reach??).

So, a decision will be made by 25/04/2013.
I MIGHT get a replacement sent out on 26/04/2013 or maybe 29/04/2013 (depending on how hard they feel like pushing it) and if it's another "within 5 Working days" delivery I can expect it around 6/05/2013.

I paid for a TV 30/03/2013....They plan on getting a working TV to me by 6/05/2013.
And when phoning and asking how long this will take as I am without my main TV in the meantime, all I get from customer services is "our returns procedure IS very slow"... I don't need staff to tell me it is slow...I want staff to hurry it up and get a working TV to me.

Unacceptable....Yes
Unreasonable...Yes
Rude...No.

Based on my husband and I's experiences recently...We won't be back.

djr found this review useful

19 April 2013

Reply from Ebuyer (UK) Ltd.

I would like to apologise for any negative experiences you have had with Ebuyer.

When an order is selected with the 5 working day delivery option, we will always try to dispatch the order as soon as possible. However, depending on how busy our warehouse is, we can not always dispatch the order before delivery on the 5th working day.

I would also like to sincerely apologise for the problems you had with the delivery of your 51 inch television and for the damage to the item on receipt. The delivery issues with our larger items has now been resolved so this problem should not happen again in the future.

Unfortunately I am unable to see the details behind your return from this review however if you email me at resolutioncentre@ebuyer.com with your RMA number and the name of this review site I will be happy to look into this for you.

Kind Regards

Nikki

Ebuyer Resolution Team

Used regularly since 2002

I have used buyer regularly since 2002 and my order history is 7 pages long, which would be around 100 orders. Out of that, no one single thing has gone wrong, or had to be returned. This month I ordered a NAS drive NSA310 with a free HDD inside. It arrived in 2 days on the free delivery option of 5 days.

The NAS is great and fantastic value. I am a happy customer, but the more reviews I see of this company, the more my confidence is dented in making future purchases. I certainly do not want to to RMA anything if the reviews here are anything to go by.

I can only comment on my own experience, which has been good, but the negative aspects of other people's reviews need to be a thing of the past, not part of the companies future.

19 April 2013

Reply from Ebuyer (UK) Ltd.

I am very pleased to hear of your positive experiences over the years using Ebuyer.

I hope your confidence is not dented by the negative reviews on this site as we will always try to help our customers as much as possible with any issue they may have.

Thank you for your positive review, I hope we continue to receive your custom into the future.

Kind Regards

Nikki

Ebuyer Resolution Team

Cancelled my order in a blink rather than contact me

Ebuyer virgin here - and I tried them for the very first and very last time.
Ordered a very competitively priced A3 photo printer.
Process seemed pretty clean, allowed different billing / delivery addresses, entered card details, jumped to order confirmation screen with order number.
Half an hour later, they email to say 'you didn't enter "verified by visa" details so we've cancelled your order, No ifs, no buts, we cancelled it.
Now if their site had asked me for it... I'd have entered it. I was using a business debit card - and it might not be set up on that - but normally, you get referred to VbV to sign up. So I looked for contact details to discuss it with them - 0871 number only, no email address and a rather dodgy 'enote' system that only allowed you to select login problems or recycling queries.
So ebuyer... I'm not impressed and I'll take my business elsewhere.
Colin

djr found this review useful

18 April 2013

Reply from Ebuyer (UK) Ltd.

I am sorry to hear your order was cancelled due to payment problems.

Unfortunately, if we do have any issues with a payment other than declined transaction, we will cancel the order for security reasons for ourselves and for the customer.

I apologise for any annoyance or inconvenience caused with this matter and I am sorry to hear you will no longer be shopping with Ebuyer due to this.

Kind Regards

Nikki

Ebuyer Resolution Team

good company gone bad with yodel

Ordered an item for next day delivery and yodel told me it was delivered :) contacted ebuyer and they told me if i can check if it was delivered to a neighbour because tracking showed it was delivered. Just told them why they would deliver to a neighbour when there was someone waiting for the parcel :) after couple of contacts without reply yodel called me after 2 weeks and told me there was a mix up and they delivered to somewhere else and item is returned to them. who is going to believe that whole lot of crap just search yodel reviews online and you will see what i mean! Anyway after 2 weeks I have been told I will be refunded. I used ebuyer on and off for awhile but that was my last order from them.

djr found this review useful

15 April 2013

Reply from Ebuyer (UK) Ltd.

I sincerely apologise for the delay with your delivery from Ebuyer.

These comments will be passed along and taken forward as we take cases such as this very seriously and are always looking for ways to try and improve our service.

I am pleased to hear you will now be issued with a refund however I am sorry to hear you will no longer be shopping with Ebuyer due to this.

Kind Regards

Nikki

Ebuyer Resolution Team

they mis-describe items then fob you off. small claims here I come

ordered a laptop. paid and delivered. operating system not as described. 32 bit, not 64 therefore not able to use or upgrade to more than 4gb RAM.

Already installed licensed software on laptop so if i return it i lose the use of my software as the licence is already registered.

now won't honour or refund me the cost of the 64 but system

SMALL CLAIMS COURT for these cowboys

djr found this review useful

15 April 2013

Reply from Ebuyer (UK) Ltd.

I would like to apologise for the problems you have had with your laptop.

Unfortunately I am unable to see all of the details behind your experience with Ebuyer. If you are not in communication with any of my colleagues regarding this, please contact me at resolutioncentre@ebuyer.com with your order number and the name of this review site so I can look into this further.

Once again I apologise for any annoyance or inconvenience caused.

Kind Regards

Nikki

Ebuyer Resolution Team

Worst experience ever

They confirmed an order to 1 address but then sent it to my PayPal one then refunded me when I wasn't there to collect it. Mentioned I am also a business user who spends at least 10 thousand pounds a year they still aren't bothered. In fairness the email confirmation did say the incorrect address but who checks these really. I was told to go online and order it again not let me reorder this for you sir. The staff were polite however they came across as scripted which made them sound condescending line manager Nikki simply restated the problem over and over at no point offering to fix the order. Was told they would pass my comments on but felt once the phone was down it would be forgotten. Once offered a job with their IT department glad i refused it. As for personal shopping never again! Business may also be taken to BT direct.

djr found this review useful

12 April 2013

Reply from Ebuyer (UK) Ltd.

I apologise for your negative experience with Ebuyer.

When an order is placed on Ebuyer through Paypal, the address selected in your Paypal account before placing the order will be used as your shipping address as we are unable to amend any details on a paypal order for security reasons.

Unfortunately, if this address then fails when our couriers attempt to deliver the order, a refund will be issued as we are unable to change the delivery address.

You will always be sent the address selected for delivery in your email confirmation just after the order has been placed.

I am sorry to hear you will no longer be shopping with Ebuyer due to this. Our Customer Support Team are always happy to help if you have any further queries.

Kind Regards

Nikki

Ebuyer Resolution Team

VERY BAD RETURN POLICY

AVOID THIS COMPANY AT ALL COSTS. NOT BECAUSE THERE PRODUCTS ARE BAD, BUT IF YOU DECIDE TO RETURN GOODS YOU WILL GET CHARGED 20% EVEN IF ITS WITHIN 7 DAYS.

WE HAD A PERSONAL ACCOUNT, A LADY CALLED RACHEL FROM EBUYER RETURNS SENT US AN ENOTE SAYING TOUGH LUCK WE CANNOT WAIVER THE 20% CHARGE.

IT WAS FOR AN ASUS AVIVOBOOK. LESSON LEARNT, I USED TO BUY ALL OUR IT GOODS FROM EBUYER.COM, AFTER THIS WE WILL NEVER BUY ANYTHING FROM EBUYER AGAIN and will never recommend you to partners in the trade.

What's worse is we did not even open the box! sent the box back as it we received it with the security tape!. Still got charged a 20% restocking fee.

djr found this review useful

12 April 2013

Reply from Ebuyer (UK) Ltd.

I apologise for the problems you have had returning your item to Ebuyer. A restocking fee is only charged when an item is purchased and returned to Ebuyer as not required on a business account.

I have been informed by our complaints team that this has now been dealt with and you have been issued a refund as a gesture of goodwill on this occasion, However, please be aware of the terms of your business account when placing your next order.

Please don't hesitate to contact us if you have any further queries.

Kind Regards

Nikki

Ebuyer Resolution Team

don't send anything back

i sent a tv monitor back under warranyt, i also wanted to buy an extra monitor and use that box to send the one back with the software problem, i was advised by them no to do that but to go to a supermarket and get some old boxes. i thought that was not good enough so i also purchased bubble wrap and rein forced all the corners. i was actually complimented by the local parcel force chap on my packing!
Turn around is quoted as 3/5 working days, iwaited 6 but is was nearly 2 weeks before i got i response, which was the unit had physical damage and they were returning it un repaired! and to quote they also said it was nearly out of warranty anyway!
i could get nowhere, no explanation, no apology for delay, i wrote to md but that got me nowhere except that it must have been damaged in transit, but it was their courier that they hired and paid for, so i cannot claim against parcel force. i suspect it has been dropped whilst in their possession and they are just passing the buck, they say they are outside the rules of contract and are not responsible for any damage and i should read their terms of business.
I have cancelled my order with them for a further unit and also for a an hp slate ipad and bought elsewhere. i have given 14 days to pay a refund after that a county court summons will be issued in the small claims court at no cost to me but hassle to them. watch this space,

Paul Wright and djr found this review useful

11 April 2013

Reply from Ebuyer (UK) Ltd.

I apologise your monitor obtained a fault and that you had to return your item to Ebuyer due to this.

Unfortunately if we believe a returned item has been damaged on the way back to Ebuyer due to insufficient packaging by a customer, we will not accept the item back as a faulty return.

I apologise for the delay you had receiving contact from Ebuyer in regards to your return, these comments will be passed forward as a training issue to the relevant team.

I am also sorry to hear you have now cancelled your other orders with Ebuyer. You will be contacted further by our returns team in regards to the damaged monitor.

Kind Regards

Nikki

Ebuyer Resolution Team

Once a great service now potentially going the route of Virgin Media

Wonder what I mean by the above opinion? Well simply put, comparing prices from the business site and the public site, and the fact Ebuyer make 20% profit at least on business sales, they are making a healthy profit on each sale.

So why are they pushing out "ex-display" items, which by the way as far as I am concerned is illegal because they are not "ex-display" at all, as on many an occasion on different sources people have received what is clearly 2nd hand goods with poor repair work done on most items. And they think this warrants a paltry £1-5 off the RRP price, they are clearly deluded. To be honest powers that be, in the form of Trading Standards etc need to slap their wrists for that as it is clearly mis-selling items.

And lately their RMA methods have been poor, many people have been dealt with unprofessionally and in a wrong manner. Refunds not done correctly or for the wrong amounts. And leaving people on the phone deliberately when people check things instead of letting someone know "this may take some time we can call you back if you wish".

Don't get me wrong there is good deals to be had, but NEVER buy "ex-display" and if you ever get something that is supposed to be new let them know your disgust and get them to deliver a new one for free and for the courier to pick the item/s up. If they relent make sure you tell them you will go to the governing bodies to put in your complaint and go the route of a small claims court.

So why the Virgin Media twist in the opinion, because thats the way they are headed, to hell with customer support and satisfaction and hello profit. Ebuyer make a healthy profit so why the need for the skullduggery is kind of bemusing and not needed.

They had a great service and reliable, and its all now gone down hill for the favour of profits as said.

Yet other companies like Scan.co.uk and similar can offer sometimes better deals and more reliable deliveries. Unfortunately Ebuyer can't blank the names out here like they do on their forums.

So my advice if its a good deal get it, but make sure it is new, and demand the courier is not Yodel, if unsure phone them up to make the order that way you know what courier will be used etc. And don't be afraid to shop around, and stay clear of Asus and Biostar motherboards they are just not reliable, buy Gigabyte boards they at least can be RMA'd to a factory in the UK.

11 April 2013

Reply from Ebuyer (UK) Ltd.

I would firstly like to apologise for any negative experience you have had with Ebuyer.

I can assure you, we always advertise any of our items that are open or used as ex-display and will not sell items advertised as new if they have been opened or used.

Our Customer Support Team are always busy and will always try to resolve any issue over the phone as quickly and efficiently as possible. If you have had an issue with a short refund, please contact me at resolutioncentre@ebuyer.com with the relevant order number and the name of this review site so I can look into this as we would take any case such as this very seriously.

I would again like to apologise for any annoyance caused to you from shopping with Ebuyer and your comments will be passed along as we are always looking for ways to improve our service.

Kind Regards

Nikki

Ebuyer Resolution Team

A good company gone bad.

I've been a customer with eBuyer for around seven years. Having spent thousands of pounds through the years on everything from customer builds, personal gaming builds, media builds, tv's and video cameras.

Recently Ebuyer have been problematic but to be honest it started in 2012, their "refurbished" items kept arriving faulty, but they RMA'd quickly enough and that was that. It soon came to pass that out of every single order something arrived faulty or just didn't arrive at all, despite paying extra for Saturday delivery.

As of January 2013 we put through a combined order of around £1600 but the motherboard arrived faulty/damaged and when assembled killed the CPU. I should have probably inspected the CPU socket for the faulty CPU lock but I didn't and when the heatsink was removed it took the CPU with it, bending the pins.

eBuyer, refused the RMA, the reason being motherboards don't arrive faulty (despite having to send back one the previous year) and that it was user error.

A few weeks ago the graphics card ordered at the same time started BSOD after only a few weeks of use. I did everything to find the problem, external temp monitoring, cleaning, re-installing windows, long nights testing RAM, PSU, CPU. Installed the card in another machine and same problem. Place old card (model below it) and no issues. All in all around 3 days wasted.

Despite the full explanation my RMA has not been looked at, referred to management for some reason.

The customer service is appalling, it is bad enough they would not accept an RMA for an item worth £50 from a customer who has spent thousands but to ignore a second request as well.

The morale of the story is do not shop with eBuyer, today's market is saturated with good companies. Choose one of them instead it may cost a few pounds more but you will be treated better.

djr found this review useful

11 April 2013

Reply from Ebuyer (UK) Ltd.

I am very sorry to hear you will no longer be shopping with Ebuyer when you have been a loyal customer to us for years.

I would also like to apologise for the faulty items you received and for the delayed deliveries. Unfortunately, if we believe an item has been damaged by the customer prior to return we will not accept the item back as faulty.

As I am unable to see your returns from this review, I am unable to see the details behind these. If you are still having problems with your latest return, please contact me at resolutioncentre@ebuyer.com with your RMA number and the name of this review site and I can look into this further for you.

Once again I apologise for any annoyance and inconvenience caused.

Kind Regards

Nikki

Ebuyer Resolution Team

Great prices - but murder if you receive a faulty product

Used Ebuyer a lot over last two years, decided to put together a PC with an AMD APU for my son. First motherboard I received was a faulty MSI motherboard that wouldnt store memory settings in its BIOS, I put through a return and ordered a refurbished Biostar board. I assumed there was some rigorous testing process for refurbished items but apprently not, as this board had poor condition. The screws on the CPU socket holder were corroded, they had signs of moisture ingress and there were bent legged capacitors on the board.
I still re-fitted the board and found it didnt work, contacted ebuyer customer service and was treated with mistrust. I was willing to place a order for a direct replacement but the customer service guy said I shouldnt replace the board I had already received as I may not end up with a refund for the appallingly bad board that they had sent me, so best to wait!?
No apology for basically selling me non-working old crap that they have had lying around in there warehouse, just contempt and a warning that "I might not get a refund if they dont believe the board was sent in that condition".
Such dodgy pratices have put me off ever using this company again even if there prices are good, I will also make sure everyone I know is informed of there dirty tricks.
Ebuyer have barred my account since I put this review up and Im claiming a refund through paypal, I wouldnt trust this company and would recommend you shop on amazon or play.com who have far better business ethics and practices, they certainly have never had a problem with me returning anything as per my consumer rights and dont put you through a convoluted returns procedure which is time consuming, costly and unnecessary!

Lewis M Neilson and djr found this review useful

11 April 2013

Reply from Ebuyer (UK) Ltd.

I sincerely apologise for the faulty Motherboards you received and for the service you then received from Ebuyer when trying to return your items. These comments will be passed along to the relevant team as a training issue.

Unfortunately, I am unable to see the details from your return from the information provided on this review. I can however assure you we will always look into the details of any return before accepting or rejecting it.

I hope your return has now been processed. Our Customer Support Team are always happy to help if you require any further assistance.

Kind Regards

Nikki

Ebuyer Resolution Team

Don't use if you want your item on the day they promise it!

I ordered an item on Easter Saturday (30th March 2013) and opted for the free delivery option. The website said that delivery would be expected on Friday 5th April (presumably not having been programmed to know that Easter Monday was a bank holiday). When I checked on my orders the next week it said that delivery would be on Monday 8th April. After a couple of (working) days I queried why the status of the order had not changed, and was told by their customer services department that the system automatically allocates the delivery date for 5 working days afterwards, so I would receive my item on 8th April, but maybe sooner, although this was not guaranteed. At no time was I told that there was a possibility of a delay.

Hoping to get my item earlier than Monday 8th April, I checked the 'my orders' section of the website several times per day during that week to see if an updated status was there, but it wasn't. Disappointed, I resigned myself to waiting til Monday 8th to receive my item. However, it did not arrive. I chased late Monday pm, using their inconvenient e-notes system (which are a pain) and was told that they would chase this with their supplier (the item was to come straight from the supplier) and get back to me.

Luckily the item arrived the next day, but I despite long and tortuous e-notes conversations I have still had no answer as to why I was not told of this delay. Modern communication is so easy now I believe there is no excuse for not being told that my delivery would be delayed (thereby avoiding the necessity for me to stay in to receive it on the Monday), but this seems beyond Ebuyer.com, who blame the supplier for the delay. They seem unable to grasp the simple concept that my contract is with them, not their supplier. It is therefore Ebuyer.com who should inform me of a delay (and put it right - ideally after the initial chase, but they should not wait for me to chase them on the day of delivery to do something about it!, but should have processes in place to ensure deliveries are made as contractually promised). The only explanation I seem to be able to get from them is that 'we were not informed of this delay by our supplier'. That - I'm afraid - is simply not good enough. Other e-retailers manage to keep their customers informed accurately (and do not take 5 working days to do it either), so I'm not sure what the problem is.

The price was good, which is why I ordered from them, and the delay was only one day, HOWEVER if you make arrangements to be in on the day on which delivery is promised a one day delay is a real pain, as you may not be able to take the next day off work. If you want your item by a particular date I would advise using an alternative retailer.

djr found this review useful

10 April 2013

Reply from Ebuyer (UK) Ltd.

I am sorry to hear your order was delayed and I apologise we was unable to advise you of this prior to the delivery.

Unfortunately, I am unable to see the details behind the delay from your review. I do however understand your frustration with this matter and your comments will be passed along to the relevant departments as we are always looking for ways to try and improve our service.

Please don't hesitate to contact us if you have any further queries.

Kind Regards

Nikki

Ebuyer Resolution Team

Avoid like the plague

Hello,

On Thursday (28/03/13) I brought an Asus K55VD from Ebuyer due to the fantastic price and the power it presented, I paid for Saturday delivery (30/03/13) as I needed this item as soon as possible. To begin with I had problems with the payment gateway so my payment and order where not confirmed until the night time, so from then I waited in anticipation for this item to arrive.

This is where my troubles started, Ebuyer had not been in contact since the time of purchase to confirm if my parcel has been dispatched, which courier company it was going by or any relevant tracking information. I decided maybe phoning them might give me a better answer, I looked online for the number and to my disappointment I found that Ebuyers phone lines where only open 9am - 6pm | Monday - Friday. This is appalling to begin with, I thought a company of this size and reputation would have a dedicated sales/after-sales team working 9am - 9pm | Monday - Sunday. So I looked to see if they have a messaging service, they did, it was something they refer to as "eNotes". I created one of these notes and shortly received an email informing me that I would have an answer in 3 working days. This is yet again a huge let down, it feels like you're trying to bar customers from ever speaking to you. I knew my parcel was not coming on this day (Saturday) so due it being the Easter holidays I knew the next working day wasn't till Tuesday (02/04/13).

It came to Tuesday (02/04/13) so I called Ebuyer at lunch time, this is where another issue appeared. I followed through to option 2 to track a delivery, I was hoping for a speedy pick up and answer instead I was listening to the awful hold music/adverts for 10 minutes solid. Finally someone answered so I explained my situation, they where very helpful and apologised for the delay on Saturday. They said that the parcel would go on a next day delivery service for delivery on Wednesday (03/04/13) and I agreed this was OK. I hung up and hoped that this had been sorted, so waited again for delivery.

Now it comes to Wednesday (03/04/13), I waited until lunch time and still no parcel had arrived so I decided to phone Ebuyer again. Once again I endured a long wait with the dreadful hold music/adverts to eventually be put though to an agent. Once again I explained the situation and they said they need to check with the suppliers to why this had not be received. I was put on hold for another 7 minutes until they came back to tell me that the suppliers did not inform them of a delay so this would not be delivered until Thursday (04/04/13). This was really testing my patience now, I agreed that Thursday would be fine as-long as there where no more hiccups. The agent guaranteed that this would be successful tomorrow so I once again rested my faith in Ebuyer.

Thursday (04/04/13) arrived and yet again my delivery had not come, I was now at the end of my string and phoned Ebuyer again. Listened to the hold music/adverts for another long 10 minutes to finally get to an agent. I was sick of explaining the situation so I did my best to summarise it, they went of for 5 minutes to find out what was going on. They finally got back to me and I learned my parcel was in fact with Parcel Force at that moment i time, then I got the bad news. Because of an error on my Paypal address that it didn't show my house number the agent informed me that they would have to recall this item and issue a refund. At that moment I lost it, that has got to be the worse company policy ever drafted. I can't believe someone can't for 5 minutes pick up the phone to arrange a re-delivery with the courier. The agent explained that they can't do that as it's "Set in stone" so I just hung up.

At this point I took matters into my own hands, I got the number of Parcel Force and gave them a ring. After a couple minutes waiting to connect to the deppo an agent answered, they where very helpful and they understood my situation fully. I asked for a re-delivery on Friday (05/04/13), gave the correct address details and he said he would get that arranged when the courier comes back to the deppo after his shift.

It came to Friday (05/04/13) and to my amazement Parcel Force arrived about 11ish with my parcel in hand.

This has by far got to be the worst company I have ever had the displeasure of dealing with, the customer care and appreciation is appalling, the phone system is a scam, the delivery dates are lies, the policy's are absurd and to that matter I never received a full refund on my postage as I waited 5 business days and paid for a Saturday delivery.

Never shop with Ebuyer unless you want to be sent into a world of torment and greed, I would give a thank you though for Parcel Force for there incredible help and fast delivery.

djr found this review useful

08 April 2013

Reply from Ebuyer (UK) Ltd.

I apologise for the problems you have experienced shopping with Ebuyer and for the delay you have experienced receiving your delivery.

These comments will be passed along to the warehouse involved and to the relevant teams.

Unfortunately when an order is placed through Paypal, we are then unable to amend any details on the order for security reasons as we do not have any card details to do our own security checks on if required.

I am pleased to hear you have now received your order and once again I apologise for the problems you have experienced in the process.

Please don't hesitate to contact us if you have any further queries.

Kind Regards

Nikki

Ebuyer Resolution Team

You can judge a company by how they act when things go wrong - In Ebuyer's case - RUBBISH (at first)!

-- Update 9th April - after my review on here, ebuyer have now refunded the postage charge in full - so i will raise my review from 1 star to 2 star in recognition of them attempting to do the right thing - i'm not going to go higher as they should have done it to start with!

Much like the previous reviewer, i ordered from Ebuyer specifically because i needed some items before 1pm on a given day - prior to setting off for the week where i would need the items.

I placed my order, paid the extra for the pre-1pm delivery and considered my job done.

1pm on the designated delivery date came and went - i had to leave home without my order.

I can see from the Yodel website that my order was delivered just before 5pm - i cannot see who it was delivered to, as i am not back home yet.

I promptly contacted Ebuyer and asked them to refund the full delivery charge - pointing out that the only reason i paid for delivery (rather than use free delivery) was to ensure i received my items before setting off for the week.

After 24 hours, they responded to say they had refunded the £1 fee for before 1pm, but would not refund the rest of the delivery charge because it was delivered on the right day.

Despite pointing out many times that this is of no use to me - as i don't have possession of my parcel - i am hoping one of my neighbours does - then Ebuyer simply don't care. It takes 24 hours to get a response to each question, and they are useless when they do respond.

I have pointed out to them that instead of arguing with me and losing a customer, they should simply reimburse me the delivery charge and take up the fight themselves with the delivery company that failed.

It seems Ebuyer would rather lose a customer instead.

I have used Ebuyer on and off for many years - but suffice to say i won't be using them again.

08 April 2013

Reply from Ebuyer (UK) Ltd.

I sincerely apologise for your delayed delivery. We are currently looking into this with the courier to see why some orders were not delivered before 1pm as requested.

If you are unable to locate your order on return to your delivery address, please contact me at resolutionteam@ebuyer.com with your order number and the name of this review site so I can look into this further.

Once again I apologise for any annoyance or inconvenience caused.

Kind Regards

Nikki

Ebuyer Resolution Team

Ebuyer - Avoid At All Cost - Delivery now via Yodel, totally useless

Have for many years used EBuyer to purchase various hardware. Yesterday I placed an order for a modest sum of goods to the value of just over £200+, I paid for the pre 1pm delivery option, so nearly £14 in all for next day delivery pree 1pm, guess what no delivery pre 1pm, still waiting .. wife and daughter of 18 months stuck inside house waiting for Yodel to arrive, if they do, if not I will be straight down to the Exeter Yodel office and will kick off ..

If I ran my business like this, I wouldn't have a busness. Somebody at Ebuyer mangement should really take note and do soimething about all the customers Yodel is turning away from Ebuyer.

Customer services and a manger at Ebuyer were of no help either, only offering to refund £1 and vat ... they seem to miss the point that they have failed to honour there side of the contract in by delivery my goods by 1pm. Unreal, I have a good mind to buy the domain www.ebuyer_and_yodel_waste_of_space.co.uk to make other people aware of the fact that if you order from Ebuyer, then you may or may not get your goods ...

Also need to check Ebuyer and Yodel out on compaines house website and email the CEO of both firms, maybe then somebody will take notice and sort this out, so that other customers do not have to have the same levels of stress as I have had, as a result of this, not so much for the fact that my delivery still hasn't turned up, but the fact that it has made me let down a customer of mine, through no fault of mine .. Saying that I wont let my customer down, as I will buy locally and pay more .. as this is the extra mile I will go to, unlike Ebuyer and Yodel ..

No wonder people are buying from Amazon.co.uk .... as their service is excellent..

Ebuyer and Yodel shame on you, sort it out !!!!! If my order is not with me by 5pm today, I Will refuse the order and expect a full refund ..

For those of you that have had similar issues, please check out my new web page ..

www.ebuyer_and_yodel_waste_of_space.co.uk (will be up very soon .. just buying domain)

djr found this review useful

08 April 2013

Reply from Ebuyer (UK) Ltd.

I am very sorry to hear of your delayed delivery from Ebuyer using our courier Yodel.

Your comments have been passed forward to the relevant team and will be taken up with the courier.

Unfortunately I am unable to see if this has now been received from this review. If you are still having problems with this delivery, please contact me at resolutioncentre@ebuyer.com with your order number and the name of this review site so I can look into this for you.

I sincerely apologise for the inconvenience caused.

Kind Regards

Nikki

Ebuyer Resolution Team

Misleading descriptions and call to return item cost me £37!!! Emails get no response!

Last year I joined a new company and I was ordering all supplies including stationairy. In order to cut costs I decided to start buying toner cartridges from ebuyer as their prices seemed the most reasonable.

It was alright a first till I ordered what they described as the 'Brother DR3200 Drum Kit 20,000 Pages'. The description clearly stated: 'This Brother DR-3200 black CARTRIDGE is compatible with the HL-5350dn and HL-5340D printers. The Dr-3200 can print up to 25,000 pages.' On the back of this description which leads you to believe the cartridge is included, as it did not say 'This Brother DR-3200 Drum Kit...' I ordered the item in advance as our HL-5350dn was beginning to run out of toner. When the toner did need replacing, I opened the box to find it is just the shell that holds the toner! No cartridge included. I double checked the description and called ebuyer as the description clearly said 'This Brother DR-3200 black CARTRIDGE...' Having a legal background I know the importance of proof and therefore took a screenshot of the desciption page.

I spent so long on hold being passed from one person to another. Even their sales staff agreed and apologised that the description confused me but told me I should have called them to clarify. Now, I found out the next day that the call had in fact cost me £37! Is that why they want us to call and clarify, so they can leave us on hold and charge bsurd rates? Anyway, I asked to speak to a senior member of staff. Again I spent ages on hold. I explained the situation to this manager who kept telling me I had 'assumed' and I should have called to clarify. I had asumed nothing, The description clearly stated: 'This Brother DR-3200 black CARTRIDGE is compatible with the HL-5350dn and HL-5340D printers. The Dr-3200 can print up to 25,000 pages.' not 'This Brother DR-3200 Drum Kit...' I told her if it was just the drum it why did it not say 'This Brother DR-3200 Drum Kit...' She kept repeating herself telling me I assumed and I should have called to clarify. I was getting nowhere and wasting my time so I asked how I could make a complaint. She gave me an email address.

Now, as soon as I got off the phone, I refreshed the page and THEY HAD CHAGED THE DESCRIPTION to say 'This Brother DR-3200 Drum Kit...'!!!! I took a screenshot. By this time I was fuming. Clearly if the description was not confusing and misleading, and there was no room to misinterpret it they would have left it as is! I called again (not knowing how much that call had already cost me) and again I spent a lifetime on hold. I finally got through to the same woman and asked her why they had changed the description as soon as I got off the phone. She kept saying again I had assumed that it would come with the cartidge. She would not give me a straight answer. I gave up and thought I will email a complaint to the email address she had given me as clearly I was getting nowhere. I emailed a complaint to the email address they had given me and I am yet to receive a reply over a week later.

The next day I found out from my boss that the first call alone had cost us £37!!! That's why they keep you leaving on hold and that is why they called to clarify. I then emailed another complaint to the same email address as I was not going to make the mistake of calling them. Again, still no reply.

I will not be buying from them ever again. We have since started ordering cartrudges from elsewhere. The prices are not worth the hassle and end up costing you more if something goes wrong.

I am seriously considering making an official complaint against them.

djr found this review useful

05 April 2013

Reply from Ebuyer (UK) Ltd.

I would firstly like to apologise for the problems you have had with this item and the description on our website.

I would also like to sincerely apologise for the delay in responding to your complaint. Unfortunately, we have had a technical issue with emails which has now been resolved and your complaint has been received and will be responded to today.

I am sorry to hear you will no longer be shopping with Ebuyer and hope we can come to a resolution through your complaint.

Kind Regards

Nikki

Ebuyer Resolution Team

Excellent Service

I ordered a Nexus 7 16 GB from ebuyer on 21st March because it was the only place selling the 16 gb. After reading reviews I was a bit concerned. However their service has been excellent. (My only complaint, which seems churlish, is that ebuyer & Yodel's website said delivery would be on Wed. 27th March and it came on Sat. 23rd March. Foetunately I was in).
It was not Ebuyers fault that the Nexus died on me on Monday morning. Less than 2 days after receiving it. I raised a RMA and then phoned them The phone was answered quickly and the return dealt with. They received the Nexus back on Tues. 26th March. Again it wasn't their fault that it was Easter but it was now nearly 2 weeks since I placed my original order and I still didn't have a Nexus. I phoned again after Easter. A bit longer to wait but very helpful. I said that there website showed no 16 gb in stock which was confirmed. I said I didn't want to wait until they had stock and would prefer a refund. No problem. All dealt with over the phone and confirmed today by email.
I will not worry about using them in the future.

05 April 2013

Reply from Ebuyer (UK) Ltd.

We would like to thank you for taking the time to leave this positive review.

I apologise we delivered your item before the estimated delivery date. I can advise we will always try to deliver orders as early as possible and if no one is available we will reattempt on the estimated delivery date.

I would also like to apologise for your faulty item and for the length of time it took to resolve this, I am happy to hear you have now received your refund and will shop with Ebuyer again.

Kind Regards

Nikki

Ebuyer Resolution Team

Good - if they could deliver

I have had generally good experiences of Ebuyer over th last 9 years and 90 odd orders for computer bits, BUT that is all history now that Yodel is their choice of courier.
My latest order is now out for delivery for the 4th time and I suppose may eventually arrive - the aggravation at waiting in because I thought that out for delivery meant what it said will take a long time to get out of my system.
I am now switching my other orders to other companies and am prepoared to pay a few £s more to avoid Yodel. My first question before placing an order is "Which courier?"
This review is turning into a rant abpout Yodel - but it is Ebuyers choice to use them and until the goods arrive in my hand it is Ebuyer who gets the flack.

I can't change Ebuyer's behaviour - but I can change mine - just ordered from CCL who give me delivery options. (including Yodel if I feel that I'm not getting enough aggravation!)

04 April 2013

Reply from Ebuyer (UK) Ltd.

Thank you for shopping with Ebuyer over the years and for placing numerous orders with us.

I apologise for the issues you are having receiving your delivery. If this has still not arrived, please contact me at resolutioncentre@ebuyer.com with your order number and the name of this review site so I can look into this further for you.

Kind Regards

Nikki

Ebuyer Resolution Team

Very Frustrated - RMA 1*****7

I have been a long time ebuyer customer and fan, having successfully ordered several laptops and other equipment without incident. However this has been soured by my latest purchase which has gone wrong on several levels.

The purchase was of a Belling Professional food mixer. Delivered fine and worked well for a couple of weeks before refusing to start mixing. I contacted ebuyer and obtained an RMA and collection was arranged for the following day.....all fairly straightforward but more on this later !

On buying the mixer it came with an advertised 3 year warranty with 1 year standard and an extra 2 years if registered with Belling. This is where some of the problems started....
The website listed in the paperwork that came with the mixer doesn't exist, the phone number is also wrong and unobtainable. Being a resourceful type I located the correct website but apparently they don't make food mixers so was unable to register for the extra warranty !
I then got the correct phone number (from ebuyer) for Belling online registrations and same result ! The lady was very helpful and tried her best but suggested that I return the registration card in the paperwork that came with the product....yep you guessed it - no card. Apparently the mixer is made under licence to Belling and they do not have this product listed on the official manifest so can't register it for the extra warranty.

End result - no 3 year warranty

The day of the collection of the faulty mixer came and went with no sign of a courier. The house was occupied all day by my wife, son and 2 crazy Spaniels who bark at the slightest noise. No card pushed through the door to warn of any missed visit. When I contacted ebuyer the next day I was told that the courier had called at 17.10 and had got no reply (very strange as Tesco were delivering our groceries at this time and they had no trouble getting an answer)

Despite my protests that someone was in there was several days of impasse with both sides restating their position. This was finally resolved a week later with ebuyer agreeing to reset the delivery link and a free collection was arranged. I even put my mobile phone number in the special instructions box in case there was a delay or an issue finding the address.

Again the diary was cleared and this time me, my son and 2 crazy Spaniels stayed in all day waiting for the parcel to be collected. What a complete shock !! No sign of the courier, no contact and one VERY (*swear word removed*) off customer !!

I have now wasted 2 days waiting for a non-existent collection, numerous phone calls to ebuyer, all at my expense for something that is not my fault. The returns process lacks any credibility with the underlying assumption by ebuyer being on the customer not being in when the courier calls, with the default position being to believe Yodel (or whoever) over and above the customer. How exactly can you prove that the courier has not arrived when they blatantly lie to the effect that they called and got no reply ? I know 100% that on both days they didn't come anywhere near my address but try proving it !

So I now have to go through the whole process of contacting ebuyer again, explaining that the courier didn't arrive and not being believed. Quite frankly its shocking service and really, REALLY annoying !

**Update - Having contacted ebuyer about the second failed collection they arranged for Parcelforce to collect it on Friday 5th, then totally out of the blue, 24 hours late and unannounced Yodel arrive on Thursday 4th and collect it !! Its now in the ebuyer RMA system so fingers crossed.
To be fair ebuyer have tried to resolve this but have been foiled by the totally useless courier service from Yodel.

Azik Kutuzov found this review useful

04 April 2013

Reply from Ebuyer (UK) Ltd.

I am happy to hear you have been a regular customer of Ebuyer and sincerely apologise for this negative experience.

I am very concerned to hear of the problems you have had with your collection and that the courier is stating they have attempted to collect the item with no answer when you was at home on both occasions.

These comments will be taken up with the courier with further investigations.

I have looked into your RMA from the number provided above and can see you have spoken to my colleague today who is booking a collection for you with our other courier Parcelforce.

I hope we are now able to retrieve your item and resolve this for you.

Once again I apologise for the annoyance and inconvenience caused.

Kind Regards

Nikki

Ebuyer Resolution Team